Question 1

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

A)  Contact center, web-based self-service, call scripting 
B)  Contact center, cross-selling and up-selling, web-based self-service 
C)  List generator, opportunity management, cross-selling and up-selling 
D)  List generator, campaign management, cross-selling and up-selling 
A)  Contact center, web-based self-service, call scripting 
B)  Contact center, cross-selling and up-selling, web-based self-service 
C)  List generator, opportunity management, cross-selling and up-selling 
D)  List generator, campaign management, cross-selling and up-selling

Question 2

Which of the following is not a current CRM trend?

Accepted Answer

A)  Partner relationship management 
B)  Supplier relationship management 
C)  Employee relationship management 
D)  Distributor relationship management 
A)  Partner relationship management 
B)  Supplier relationship management 
C)  Employee relationship management 
D)  Distributor relationship management

Question 3

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

A) True 
 B)False

Question 4

Automatic call distribution routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 5

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following operational CRM technologies does the customer service department typically use?

Accepted Answer

A)  Contact center, web-based self-service, call scripting 
B)  Sales management, contact management, opportunity management 
C)  List generator, opportunity management, cross-selling and up-selling 
D)  List generator, campaign management, cross-selling and up-selling 
A)  Contact center, web-based self-service, call scripting 
B)  Sales management, contact management, opportunity management 
C)  List generator, opportunity management, cross-selling and up-selling 
D)  List generator, campaign management, cross-selling and up-selling

Which of the following operational CRM technologies does the marketing department typically use?

Which of the following is not a current CRM trend?

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Automatic call distribution routes inbound calls to available agents.

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Which of the following operational CRM technologies does the customer service department typically use?

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Integrating the Organization From End to Endenterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Building a Customer-Centric Organizationcustomer Relationship Management

Integrating the Organization From End to Endenterprise Resource Planning

Filters

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

Which of the following operational CRM technologies does the marketing department typically use?

Which of the following is not a current CRM trend?

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Automatic call distribution routes inbound calls to available agents.

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Which of the following operational CRM technologies does the customer service department typically use?

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Integrating the Organization From End to Endenterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Building a Customer-Centric Organizationcustomer Relationship Management

Integrating the Organization From End to Endenterprise Resource Planning

Filters